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Delivering Service Excellence – Learning from the Best!
Rebecca TemplemanMaster Connection Associateswww.masterconnection.com
+1 949-589-6137
Remarkable = Excitement!• Objectives to Discuss
– How do you differentiate yourself in a world of too many fitness centers?
– How do you provide the highest level of service when others are competing with you to provide similar services?
– Excellent service skills take Practice – Practice – Practice– How do you check in Everyday to ensure you are committed
to service excellence?
Copyright 2009 Master Connection Associates 2
The argument for a service culture in the world of Fitness…
No matter how good we are substantively, what a client remembers and the value that they perceive is likely derived from how they are treated in the process of joining our gym, fitness center or club
This treatment is more likely to come from the client's interactions with staff than with the representative who signed them up
We all play a significant role in a service culture
• Helps retain100% of clients• Increases current client base• Increases client spending (Personal Training)• Improves efficiencies• Creates the environment that encourages
innovative services, products and ideas for the future
• This all starts and ends with employees and leaders working together
Employee Engagement: What matters most falls below the water line
Public Perception: WHAT we promise to deliver
What makes our promise a reality? Our People
Copyright 2009 Master Connection Associates 6
“Service doesn’t live in the name of a fitness club or a logo. It lives in the mind of the client. It is created instantly and also over time.
It is hard to build and easy to destroy. At its best it arises from a seamless presentation; at its worst, from the wreckage of yesterday’s ideas.
Done correctly, service can create a moment when a company and their customers walk in perfect step.” -Anonymous
• Founder of The Ritz-Carlton Hotel Company…Learn from the architects who developed the quality process for hotels
• Learn how to create the “passion” of customer service excellence that took their first company to the top and is now taking their next company even farther!
• Benchmark their practices…
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Follow the Path of theBest….Horst Schulze
• Changing the Perception of Joining a Club• Teaching people to Provide “Service”• Improving Client Retention • Increasing Client Spending
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Crunch Fitness
People…• Service oriented
employees• Passionate about their
jobs • Updated on client needs
and trends• Client focused
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Training• Comprehensive • Standards of Excellence• Orientation• Analytical and Robust
Measurement
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Tools• The “right” equipment• Tools to get “the job
done”• Tools to support the
service standards
– Line Ups– Quality – Feedback– Leaders that walk
the talk
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Communication
• Line Ups• Service Meetings• Meetings with customers • Focus Groups• Positioning to represent
the brand
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• Experience Rules as Expectations Rise… Keep it continuously new and fresh
• Customer-Centric…their needs and their preferences, attention to detail, create individual experiences
• Enhanced Employee Interaction…Engaged employees = delighted customers
Copyright 2009 Master Connection Associates 13
Closing the Customer Service Gaps…
• Remarkable Leadership• A Drive to “Win”• Hard Work• To Communicate without ANY Fear of
Repercussion!
Copyright 2009 Master Connection Associates 14
Remarkable Service Organizations…
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Behind the Behind the MystiqueMystique of of Service - Service -
Processes that Work!Processes that Work!
• Customers• Employees• Owners• Brand
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The Constituents
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IT’S NOT WHAT YOU DO,
IT’S HOW YOU DO IT.
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Quality and Excellence = Success
Quality Employee
Experience
Quality Customer
Experience
Quality BusinessPractices
+ +
= Your Future Success
The Results…
• Higher Productivity• Increased Customer Satisfaction• Increased Customer Loyalty• Better Teamwork• Less Employee Turnover• More Profit
Copyright 2009 Master Connection Associates 19
• Decide on a Vision• Select the Right Talent• Orientation of Customer Service
Philosophy• Develop Customer Service Basics• Create Accountability through Line Ups
Copyright 2009 Master Connection Associates 20
Our Process…
• Caring• Exactness• Empathy• Learner • Persuasion• Positivity
• Relationship Extension• Self Esteem• Service Orientation• Team• Work Ethic
Copyright 2009 Master Connection Associates 21
Don’t Hire….Select The Right Characteristics
1. Warm Welcome2. Anticipate the Guests Needs3. Fond Farewell
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Three Steps of Service
• It is the first two days of employment for a new employee
• The main focus is on your Standards, your philosophy
• Orientation is conducted by the Senior Leaders
• It is a “significant emotional event”
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Orientation of Philosophy
• A reunion from Orientation• Why 21 days later?• A time to find out how things are going and to ensure that
everyone is “getting it”• HUGE amount of feedback from this session• Information is communicated back to leadership for follow
up and action plans
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Day 21
• Standards that create consistency throughout all of your offices worldwide are critical
• Together, these standards ensure that you meet your customer service standards and expectations
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Customer Service Standards
• 15 minutes per shift, everyday, every office• Discuss one of the standards each day• Philosophical or informative line-up topic• Allows for open two-way communication• Serves to keep employees informed• Time to review customer feedback• Creates alignment everyday
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Daily Quality Line Ups
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Compass Approach to Service TrainingCompass Approach to Service Training
N
S
EW
• Are your processes in place for the customer or for your company?
• How do you hold people accountable?• Who is responsible for quality and training?• How is creativity fostered in your organization?• How do you measure excellence?• How do you handle conflict?
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Take a Good Look at Your Processes
• Being “interested” in quality service will no longer work• Each person on your team must be committed and aligned
with your philosophy• Each person that works for you should contribute daily…what
have they contributed?• This obsession with service will define your outcome
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Commitment to Quality Service
• Start with a Passion for Service – Vision• Select the Right Talent• Orient them to your “Passion”• Develop your Customer Service Standards• Train on these Standards• Conduct Daily Line Ups
Copyright 2009 Master Connection Associates 30
Take This With You…
“There is a difference between interest and Commitment. When you are interested in doing something, you do it only when it is convenient. When you are Committed to something, you accept no excuses…only results.”
Copyright 2009 Master Connection Associates 31
Make the Commitment Forever
Master Connection Associates
+1(949) 589-6137www.masterconnection.com
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